EMPREGO

Customer Service Adviser - Npw

British Council-Muscat, Oman

Customer Service Adviser - NPW

Date:16 Oct 2024

Location: Muscat, Middle East and North Africa, OM

Company:British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Contract: Hourly Paid (Non-Permanent Worker)

Location: Oman, Muscat

Start Date: November 2024

Company: British Council, Oman

Role Purpose

The post-holder will deliver effective, quality-driven first line service to customers, clients, and stakeholders at the British Council Oman, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment.

Role Context- This role provides an opportunity to develop strong selling skills. Regular training opportunities will be provided, however an appetite and natural aptitude for sales is required.-

  • The post holder will be required to work on split shift basis in one or across two locations.-
  • The post holder will be expected to work on rotational shift basis with at least 3 evening shifts per week.-
  • The post holder will be expected to have nonconsecutive days off and to work during weekends on some occasions.-
  • This role supports the Exams Business plans, in particular its B2C sales plan (and targets) and contributes to its achievement in Oman.Main Accountabilities

Examinations sales activities- Handle Examinations enquiries according to agreed British Council standards to convert enquiries into registrations.-

  • Create accounts, book students for consultations, courses and Examinations on British Council systems (e.g. TCMS, ORS, Salesforce).-
  • Share customer feedback and insight with the Customer Services Manager, Marketing departments.-
  • Make evidence-based recommendations to improve sales conversion rates.-
  • Ensure agreed customer management and compliance processes are followed.-
  • Acquire and maintain an excellent level of product knowledge.-
  • Register customer into desired course/Test and take payment according to cash-handling policy.-
  • Complete post-consultation administration according to agreed guidelines.-
  • Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey.-
  • Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan.-
  • Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.Customer Care- Deal with ‘first level’ customer complaints and suggestions to agreed standards.-
  • Handle other enquiries (e.g. for Education and Arts events) according to agreed standards.Compliance- Follow shift handover procedures in line with agreed system.Handle cash including charges for services, membership charges according to corporate standards.-
  • Maintain the usage of the examination logbook for collection of statements and certificates.-
  • Carry out daily reconciliations of cash collected before hand over to accountant.Perform other front-line Customer Service work as required. Duties include but are not limited to, the following:
  • Assist at offsite events where Customer Service support is required.-
  • Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials.-
  • Provide verification services for UK certificates.-
  • Conduct telephone-based surveys or gather other customer data.-
  • Regularly observe Exams venues.Minimum / Essential requirements for the role:
  • High School Certificate-
  • 1 year experience in a sales-focused role-
  • 1 year Experience in a customer service role either face to face or over the phone-
  • Experience working in academic or educational environment.Desirable requirements for the role- University degree-
  • British Council product knowledgeLanguage Requirements- B2 level English - The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.-
  • B2 level ArabicRole specific skills- Strong communication skills and proven ability to build rapport with customers.-
  • Sales skills-
  • Intermediate command of MS Excel, Word and Outlook.-
  • Knowledge of